We carried out an announced comprehensive inspection on 09 September 2015 to ask the practice the following key questions; Are services safe, effective, caring, responsive and well-led?

Our findings were:

Are services safe?

We found that this practice was providing safe care in accordance with the relevant regulations.

Are services effective?

We found that this practice was providing effective care in accordance with the relevant regulations.

Are services caring?

We found that this practice was providing caring services in accordance with the relevant regulations.

Are services responsive?

We found that this practice was providing responsive care in accordance with the relevant regulations.

Are services well-led?

We found that this practice was providing well-led care in accordance with the relevant regulations.

Background

The Smile Dental Centre offers NHS and private dental care services to patients of all ages. The practice is located in a residential area on the outskirts of Basildon Town in Essex. The premises are situated on the first floor of a council owned building. The services provided include preventative advice and treatment and routine restorative and cosmetic dental care.

The practice has two dentists who are supported by a dental hygienist, two dental nurses, one dental nurse trainee and a receptionist. The principal dentist is the registered manager. A

Registered Manager is a person who is registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the practice is run.

The practice is open on Mondays, Tuesdays & Wednesdays between 9am and 1pm and 2pm to 6pm. The practice closes at 5pm Thursdays and Fridays. Saturday morning appointments are available by appointment for private patients between 9am and 1pm.

We spoke with two patients who used the service on the day of inspection and reviewed 48 completed CQC comment cards. Patients we spoke with and those who completed comment cards were very positive about the care they received about the service. Patients told us that they could get appointments that suited them, including same day appointments for urgent dental treatments. Patients commented very positively about all members of staff. They told us that dentists, dental nurses, receptionists and dental hygienists were always kind, welcoming and helpful. They also reported that dentists and hygienists explained treatments in a way that they could understand, listened to them and were caring and kind. A number of patients who completed comment cards said that they had recommended the dental practice to their friends and families.

Our key findings were:

• The practice investigated significant and safety events and cascaded learning to staff. These events were analysed and monitored to help improve patient safety.
• There were systems in place to reduce the risk and spread of infection. We found that all treatment rooms and equipment appeared clean. Dental instruments were cleaned and sterilised in line with current guidance.
• There were systems in place to check all equipment had been serviced regularly, including the suction compressor, autoclave, fire extinguishers, oxygen cylinder and the X-ray equipment.
• Staff had received safeguarding children and adults training and knew the processes to follow to raise any concerns.
• Patient’s care and treatment was planned and delivered in line with evidence based guidelines, best practice and current legislation.
• The practice ensured staff maintained the necessary skills and competence to support the needs of patients.
• There were sufficient numbers of suitably qualified staff to meet the needs of patients.
• Staff had been trained to handle emergencies and appropriate medicines and life-saving equipment were readily available.
• Patients received clear explanations about their proposed treatment, costs, benefits and risks and were involved in making decisions about it.
• Patients were treated with dignity and respect and confidentiality was maintained.
• The appointment system met the needs of patients and waiting times were kept to a minimum.
• The practice had procedures for handling and responding to complaints and the practice was open and transparent with patients if a mistake had been made.
• The practice was well-led and staff felt valued, involved and worked as a team. Staff meetings were routinely held to help share information and learning.
• Governance systems were effective and there was a range of clinical and non-clinical audits to monitor the quality of services.
• The practice sought feedback from staff and patients about the services they provided and acted on this to improve its services.